"Data Capture Upload Due" or “Data Capture Upload Required” message on DM300c, DM400c, DM300M, DM400M, DM475

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Products affected:
DM300c™, DM400c™, DM475™ (G920)
DM300M™, DM400M™, DM475M™ (G922)

Issue

The franking machine is displaying the message Data Capture Upload Due or Data Capture Upload Required and you may be unable to print postage and run mail.
 

Cause

Your franking machine requires a connection to the Pitney Bowes Data Centre.

Resolution

Before you begin
Make sure that your franking machine is connected to access the Pitney Bowes Data Centre using a SmartLink device, PC Meter Connect, a Communication Device or a dial-up phone connection.


Important: You must make a connection before your franking machine will allow you to continue processing mail. We recommend that you do this as soon as possible after seeing the Data Capture Upload Due message in order to avoid any disruption. When Data Capture Upload Required is displayed, you must make a connection before continuing to use your machine.

Solution 1:
Follow the prompts on the franking machine's screen (Select Connect Now at the Data Capture upload Due/ Data Capture Upload Required prompt) to make a successful connection.


Solution 2:
Perform a balance enquiry
  1. Press the Refill Postage key.
  2. Select "Check PBP Balance"
  3. The franking machine connects to the Pitney Bowes Data Centre.
  4. When prompted select Continue to return to the home screen.
Solution 3:
If after attempting Solutions 1 and/or 2, the franking machine is unable to connect to clear the error- Reboot the franking machine by removing the power cord from the back of the franking machine, waiting for 2-3 minutes before reconnecting.
If you are connecting via a Smartlink device, Communication Device or LAN connection you will also need to reboot the connection method to re-establish the connection.

Related links
Troubleshooting issues with a SmartLink connection on DM Series postage meters
Troubleshooting LAN connection on the DM300-DM475
Troubleshooting connection issues with PC Meter Connect
 

UPDATED: 14 August 2021